New Delhi: The regulator Irdai is looking for an agency to run its multimedia grievance center to handle complaints from the insured public against insurance companies.
The Indian Insurance Regulatory and Development Authority (Irdai) had established a Department of Consumer Affairs (CAD) to monitor the compliance of insurers and intermediaries in protecting the interests of policyholders. It will also allow consumers to educate them on grievance mechanisms.
In order to provide alternative channels for receiving complaints against insurers, it has set up the Irdai Grievance Call Center (IGCC) which receives complaints via a free phone number and email. It also logs complaints in addition to providing resolution status.
The agency will have to manage its IGCC by providing the state-of-the-art call center solution based on the IP multimedia platform for transparent channel management (phone calls, emails and letters) with unified administration and reporting as well that having the components integrated into a single platform, said the Request for Proposal (RFP) for IGCC services.
The entity, according to the RFP, should be able to take over operations from the current service provider. According to the tender document, the duration of the contract will be initially three years and may be extended by two years from one year to the next.
The regulator said the IGCC is envisioned as a true alternative channel for public insured consumers by offering full tele-functionality (both manual and IVR) to all segments of insurance consumers. It serves as a 12 hour X 6 day service platform, offering multiple languages and integrating channels.
“The IGCC is expected to deal not only with phone calls and e-mails, but also with complaints forwarded by the authority’s consumer service, subject to internal procedures, complaints registration process and other process requirements, ”he added.
The regulator has also implemented the Integrated Grievance Management System (IGMS) as an online grievance management system. IGCC interfaces with IGMS; and through IGMS, Irdai interfaces with the claims systems of all insurers.
Irdai receives complaints against insurers from prospects and policyholders, and takes these grievances with insurers for resolution.
This story was posted from an agency feed with no text editing. Only the title has been changed.
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